IT Support Professional I

North Carolina State University, United States

Updated: 3 days ago
Location: Raleigh, NORTH CAROLINA
Deadline: ;

Posting Details
Posting Information


Posting Number PG193405EP
Internal Recruitment No
Working Title IT Support Professional I
Anticipated Hiring Range $64,000 minimum
Work Schedule University Business hours are Monday - Friday 8AM - 5PM. The Libraries supports flexible work arrangements based on departmental and operational needs. This position will require frequent onsite work. Exempt position.
Job Location Raleigh, NC
Department NCSU Libraries
About the Department
The NC State University Libraries supports and enables research and learning by providing collections, services, spaces, and technologies for the NC State community and its partners. The Libraries is committed to being a powerful competitive advantage for the university in every aspect of its mission, including attracting and retaining the best faculty and students and promoting their success. To that end, we foster a culture of creativity and innovation.
The library system consists of the D. H. Hill Jr. Library, the James B. Hunt Jr. Library, and branch libraries for design, natural resources, and veterinary medicine. With a staff of almost 300 FTE, the Libraries has more than 5.3 million volumes in its collection and has a total annual budget of over $30 million.
The Information Technology (IT) department includes 18 staff across three units: Technology Services, Enterprise Operations, and Academic Technology. The department is critical to the Libraries’ success in charting a new path for research libraries, with an emphasis on developing and supporting information and academic technology solutions for the Libraries. Department staff ensure the sustainable operation of technology-enabled services and spaces and provide leadership in defining technology requirements for library-wide initiatives and projects.
Essential Job Duties
The IT Instructional/Classroom Support Professional I is a member of the Technology Services unit in the Information Technology department. Reporting to the Technology Services Manager, this position supports the Apple and Windows computing environments with a focus on patron computing at the Libraries. The position works with the Technology Services team to support computing in all patron spaces, including the Learning Commons, Graduate Student Commons, and a variety of specialized spaces and services such as the Data Experience Lab, Dataspace, Digital Media Lab, Virtual Reality spaces, the NC State Gaming and Esports Lab, Makerspace, and Technology Lending Service.
This position supervises approximately 10 IT student technicians and plays a key role in creating a positive work environment. Duties include providing training, guidance, task management, and instruction to IT student staff.
Responsibilities include but are not limited to:
  • Provide on-site and remote technical support across computing platforms, troubleshooting and resolving routine and non-routine issues at the hardware, operating system (OS), and application levels.
  • Consult with librarians and technical colleagues in the Libraries and across campus to identify and implement effective technology solutions in library spaces. Develop processes, documentation, and standard operating procedures for supporting the Libraries patron computing environment.
  • Leverage systems such as AD, SCCM, and JAMF to support the Apple and Windows environments, including installation, administration, maintenance, and troubleshooting of operating systems, applications, accounts, network services, and file systems.
  • Supervise student technicians who support patron computing spaces. Create and implement standard student technician operating procedures and expectations. Conduct recruitment, hiring, training, onboarding, reviewing, and continual development efforts for student technical staff. Regularly assess student staff performance and provide feedback.
  • In collaboration with the Technology Services team, develop and implement student technician goals and priorities. Serve as the primary point of contact to coordinate student technician support of established goals and priorities.
Other Responsibilities
  • Other duties as assigned

Qualifications


Minimum Education and Experience
  • Bachelor’s degree plus two to four years relevant experience or equivalent combination of education and experience.
Other Required Qualifications
  • Experience independently troubleshooting and resolving routine and non-routine issues at the hardware, OS, and application levels
  • Experience working with centralized management systems such as Microsoft Active Directory, SCCM, and JAMF
  • Experience consulting directly with both clients and IT professionals to assess user needs, identify possible solutions, and resolve technical problems
  • Ability to foster an environment of belonging and well-being
  • Ability to communicate clearly and knowledgeably
  • Ability to work independently as well as part of a team, including the ability to establish and maintain effective work relationships
  • Experience managing multiple priorities in a high-volume work environment
  • Previous experience leading projects or teams
Preferred Qualifications
  • Advanced experience supporting Windows and Apple computing in a large, complex, desktop and application environment
  • Experience utilizing automated tools to manage computing hardware and software, including tasks such as OS installations, software packaging, and patching of cross-platform computing
  • Experience supporting high-availability, advanced academic computing environments such as Virtual Reality, Digital Media and Data/Visualization
  • Experience developing and documenting standard operating procedures in a complex, cross-platform environment
  • Experience using ServiceNow or other request management software
Required License(s) or Certification(s)
N/A
Valid NC Driver's License required No
Commercial Driver's License required No

Recruitment Dates and Special Instructions


Job Open Date 05/15/2024
Anticipated Close Date Open until filled
Special Instructions to Applicants
  • Please complete the required application and attach a cover letter, resume, and contact information for four (4) current professional references.

Position Details


Position Number 00108874
Position Type EHRA Non-Faculty
Full Time Equivalent (FTE) (1.0 = 40 hours/week) 1.0
Appointment 12 Month Recurring
Mandatory Designation - Adverse Weather Non Mandatory - Adverse Weather
Mandatory Designation - Emergency Events Mandatory - Medical Emergencies
Department ID 250101 - NCSU Libraries
AA/EEO
NC State University is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, age, sexual orientation, genetic information, status as an individual with a disability, or status as a protected veteran. Individuals with disabilities requiring disability-related accommodations in the application and interview process are welcome to contact 919-515-3148 to speak with a representative at the Office of Institutional Equity and Diversity.
If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or [email protected] .
Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit.
NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.

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